Executive Research Leader
Melissa Fersht is an executive research leader and head of the research innovation team for HFS Research. She leads all of HFS’ research initiatives for customer experience, including contact center, digital marketing and sales, CX design, and conversational AI. Her industry research focuses on key services dynamics within travel and hospitality firms. As research innovation team lead, Melissa also oversees the continuous improvement and re-imagination of HFS’ Horizons market assessments and data management hub.
Melissa brings hands-on industry and analyst experience to HFS. She previously led IDC’s Worldwide Customer Experience Management Services program, which included analyzing evolving contact center business process delivery and consumer communication trends. Prior to IDC, she held various roles in the BPO industry, including new client implementation, program design, and training development in Manila and Cebu, the Philippines. Melissa has led plenary sessions at HFS Summits, NASSCOM, IDC Directions, NRF, Phocuswright and various other service provider and industry events.
Melissa graduated with honors from the University of New Hampshire with a bachelor's degree in English and communication and is a Phi Beta Kappa honor society member. She is a Boston area native who enjoys traveling, kickboxing, and spending time outdoors with her adorably mischievous hound dogs.
July 24, 2023 A look at how Infosys performed in the HFS Horizons: Travel, Hospitality, and Logistics Service Providers, 2023.
July 22, 2023 A look at how IGT Solutions performed in the HFS Horizons: Travel, Hospitality, and Logistics Service Providers, 2023.
July 22, 2023 A look at how HCLTech performed in the HFS Horizons: Travel, Hospitality, and Logistics Service Providers, 2023.
July 22, 2023 A look at how Cognizant performed in the HFS Horizons: Travel, Hospitality, and Logistics Service Providers, 2023.
July 22, 2023 A look at how Coforge performed in the HFS Horizons: Travel, Hospitality, and Logistics Service Providers, 2023.
July 22, 2023 A look at how Accenture performed in the HFS Horizons: Travel, Hospitality, and Logistics Service Providers, 2023.
July 13, 2023 This Horizons report delivers our 2023 assessment of 21 travel, hospitality, and logistics industry service providers.
May 15, 2023 Xebia maintained its mission and values from its inception and continued its focus on mastering the art of software craftsmanship.
If you don't have an account, Register here |
With the exception of our Horizons reports, most of our research is available for free on our website. Sign up for a free account and start realizing the power of insights now.
Our premium subscription gives enterprise clients access to our complete library of proprietary research, direct access to our industry analysts, and other benefits.
Contact us at [email protected] for more information on premium access.
If you are looking for help getting in touch with someone from HFS, please click the chat button to the bottom right of your screen to start a conversation with a member of our team.
